The information in this document is based on these software and
hardware versions:

Cisco CallManager 3.2.x

Cisco CRS 3.0.2

The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.

After the Cisco Agent Desktop completes a call and disconnects, Cisco
IP Integrated Contact Distribution (ICD) places the Agent in the
Talking state instead of the
Ready state. The agent must manually log out and
log in to go into the Ready state. The frequency
of this incident increases as call volume grows. This incident most likely
occurs on one of these occasions:

The Cisco Agent Desktop takes a call and performs an unsupervised
call transfer.

The Cisco Agent Desktop takes a call and the remote caller hangs up
first. Then the Agent hangs up.

When you examine the trace files,
CiscoMRIVR*.log, it appears there is a missing
.wav file. This is shown in the example trace file. The name of the missing
.wav file is "ICDWelcomeQueuePrompt.wav", which is located in the
C:\Program Files\wfavvid\Prompts\user\en_US\
directory. The missing .wav file causes the script to fail.

%MIVR-SS_RM-3-RESOURCE_DOES_NOT_EXIST:This resource does not exist:
Module=RM component,The description of a message sent from/to the
RM=SessionRTPStartedMsg (Rsrc:null ID:null Type:UNKNOWN_CONTACT)
%MIVR-SS_RM-3-RESOURCE_DOES_NOT_EXIST:This resource does not exist:
Module=RM component, The description of a message sent from/to the
RM=SessionRTPStartedMsg (Rsrc:null ID:null Type:UNKNOWN_CONTACT)
%MIVR-SS_RM-3-RESOURCE_DOES_NOT_EXIST:This resource does not exist:
Module=RM component, The description of a message sent from/to the
RM=SessionRTPStoppedMsg (Rsrc:null ID:null Type:UNKNOWN_CONTACT)
%MIVR-SS_RM-3-RESOURCE_DOES_NOT_EXIST:This resource does not exist:
Module=RM component, The description of a message sent from/to the
RM=SessionRTPStoppedMsg (Rsrc:null ID:null Type:UNKNOWN_CONTACT)
%MIVR-SS_RM-3-RESOURCE_DOES_NOT_EXIST:This resource does not exist:
Module=RM component, The description of a message sent from/to the
RM=SessionRTPStartedMsg (Rsrc:null ID:null Type:UNKNOWN_CONTACT)
%MIVR-SS_RM-3-RESOURCE_DOES_NOT_EXIST:This resource does not exist:
Module=RM component, The description of a message sent from/to the
RM=SessionRTPStartedMsg (Rsrc:null ID:null Type:UNKNOWN_CONTACT)
%MIVR-PROMPT_MGR-3-UNDEFINED_NAME_PROMPT:Undefined user or system prompt:
Name=ICDWelcomeQueuePrompt.wav,Type=com.cisco.prompt.UserPrompt,
Transcription=null, Language=en_US,Exception=com.cisco.prompt.
UndefinedPromptException: user prompt
'C:\Program Files\wfavvid\Prompts\user\en_US\ICDWelcomeQueuePrompt.wav'
%MIVR-PROMPT_MGR-3-EXCEPTION:com.cisco.prompt.UndefinedPromptException:
user prompt
'C:\Program Files\wfavvid\Prompts\user\en_US\ICDWelcomeQueuePrompt.wav'
%MIVR-PROMPT_MGR-3-EXCEPTION: at com.cisco.prompt.impl.PromptManagerImpl.resolve
(PromptManagerImpl.java:1104)
%MIVR-PROMPT_MGR-3-EXCEPTION: at com.cisco.prompt.NamePrompt.appendTo
(NamePrompt.java:199)
%MIVR-PROMPT_MGR-3-EXCEPTION: at com.cisco.wf.cmt.dialogs.CMTDialogImpl.appendPrompt
(CMTDialogImpl.java:160)
%MIVR-PROMPT_MGR-3-EXCEPTION: at com.cisco.wf.cmt.dialogs.CMTPlayPromptDialogImpl.run
(CMTPlayPromptDialogImpl.java:130)
%MIVR-LIB_MEDIA-6-EXCEPTION:com.cisco.prompt.UndefinedPromptException:
user prompt 'C:\Program Files\wfavvid\Prompts\user\en_US\ICDWelcomeQueuePrompt.wav'

Note: The value is displayed over multiple lines due to space
limitations.

Note: Date and time are stripped from this trace file.

In order to resolve this problem, remove the reference to the .wav file
or add the .wav file to the system.